Service Desk Team Leader Resume Sample

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Brandt Hand
1767 Hessel Square,  Boston, MA
+1 (555) 524 9144

Work Experience


Service Desk Team Leader
07/2015 - PRESENT
Los Angeles, CA
  • Software compliance management
  • Providing audit evidence on request
  • Day to day management of the team & task prioritization
  • Ensures delivery of a high quality service within SLA’s and budget; perseveres to overcome obstacles preventing the delivery of an exemplary experience for users
  • Ensures communication and related tools are maintained appropriately for the fulfilment of the client’s needs and awareness in an efficient and professional manner
  • Effectively operate a ‘Continuous Improvement’ philosophy within a small team
  • Supervise the day to day running of the Service Desk
IT Service Desk Team Leader
10/2008 - 03/2015
Houston, TX
  • Manage cover for holiday and sickness for the Service Desk when SDM is unavailable
  • Point of escalation for incidents issues that cannot be resolved at 1st line
  • Monitor and create up to date documentation and work instructions/processes/procedures for the team
  • Assist the SDM in managing customer service and satisfaction and continuous service improvement
  • Take part in Major Incident Management in line with organisational processes and assist analysts during the process
  • Ensuring our ITIL aligned processes and procedures are adhered to through the lifecycle of the ticket
  • Motivation and development of Service Desk Analysts

Education


Upper Iowa University - Waterloo Center
2003 - 2007
Bachelor's Degree in Management

Professional Skills


  • Experience responding to a variety of IT related queries using strong problem solving skills
  • Has good communication and team-building skills. Displays a high level of professionalism, diplomacy, and customer facing skills
  • Excellent proven customer service skills
  • Strong relationship management skills with colleagues and users in pursuit of delivering high quality services whilst maintaining targets
  • Demonstrated coaching and mentoring skills with the ability to lead and guide others
  • Exceptional motivational skills, with experience of motivating support teams in a very pressurised environment
  • Strong experience in a customer services role with previous experience with an IT technical support role

How to write Service Desk Team Leader Resume

Service Desk Team Leader role is responsible for customer, research, analytical, coaching, documentation, architecture, training, database, security, compensation.
To write great resume for service desk team leader job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Service Desk Team Leader Resume

The section contact information is important in your service desk team leader resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Service Desk Team Leader Resume

The section work experience is an essential part of your service desk team leader resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service desk team leader responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk team leader position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Service Desk Team Leader resume experience can include:

  • Skills gap matrix administration and training
  • High levels of initiative and problem solving skills with the ability to adapt and drive change
  • Ensure work queues are effectively managed
  • Leads and develops Service Desk staff and ensures appropriate levels of expertise, skills and abilities
  • Ensures fulfilment of service requests is effectively managed
  • Managing and resolving any priority conflicts both internally and externally

Education on a Service Desk Team Leader Resume

Make sure to make education a priority on your service desk team leader resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk team leader experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk Team Leader Resume

When listing skills on your service desk team leader resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical service desk team leader skills:

  • Good people management experience/skills
  • Deal with conflicting priorities calmly and effectively
  • Organised and able to prioritise effectively
  • Good technical skills would be helpful in this role but are not essential
  • Strong communication skills, with an ability to communicate confidently to all levels of employees and management
  • Good quality data analysis skills

List of Typical Experience For a Service Desk Team Leader Resume

1

Experience For IT Service Desk Team Leader Resume

  • Successfully trains and leads a team of Service Desk Associates with a variety of skillsets
  • Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members
  • Promote IT good practice throughout the business
  • Ensure timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc
  • Help identify and prioritise the development areas
  • Previous IT Business experience in a similar function
  • To help build efficient and effective relationships between the Service Desk, entity clients, regional helpdesks and support teams
  • Experience in helpdesk/Service Desk environment
2

Experience For Junior Service Desk Team Leader Resume

  • Upervisory/Team Leader experience gained in a support role
  • Manages the service desk discipline, ensuring an effective and coordinated set of processes are developed and maintained
  • Ensures the service desk remains efficient, cost effective and customer focused
  • Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints
  • Experience in a service desk team in an organization of at least 1,000 employees
3

Experience For Service Desk Team Leader Resume

  • A high level of accountability and the ability to prioritize and delegate is essential
  • Experience in a Service Desk / Call Center / Customer Support
  • Five to eight (5-8) years of experience in the area of Help Desk, Service Desk, or IT Support responsibilities
  • Team Oriented. Ability to logically prioritize tasks and schedule work accordingly
  • To help build efficient and effective relationships between the Service Desk, Entity clients, Regional Helpdesks and Regional Support teams
  • Handle telephone/web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff
  • Validate client details and requirements on data entry, categorise and deal with appropriately
  • Experience required in call center managed services / services delivery environment within a medium to large ICT organization
  • Track record of team management / leadership experience
4

Experience For IT Service Desk Team Leader Resume

  • Demonstrable experience in a people leadership role
  • Proven track record of working in a mentoring capacity, ideally within a service desk / call centre environment
  • Management, administration, real-time monitoring and adjustment of inbound queues, agent availability, agent skill sets, and outbound dialer strategies
  • Work experience in a Call Center/Service Desk Team Lead
  • People & service management experience
  • Excellent communicator with confident attitude both written and verbally
  • Strong team player with flexible approach
  • Experience in a 1st Line IT Support role
5

Experience For Junior Service Desk Team Leader Resume

  • Instill a culture of/evidence delivery of continuous service improvement and innovation
  • A good knowledge of Service Now
  • A good knowledge of the Cisco telephony software and CUIC
  • CCNA or relevant IT network certification (CompTIA N+) or equivalent IT experience
  • Build solid relationships with Stakeholders, Super Users, Local and Assistant Administrators to assist in the delivery of the organisations objectives
  • Experience of SharePoint 2010, and above
  • Relevant service desk experience
  • Experience of SharePoint version 2007, and above
6

Experience For Service Desk Team Leader Resume

  • Experience with Issue Management (ITIL or similar)
  • Overseeing the entire operations of the Service Desk including hiring & staffing, scheduling, training & developing team members and managing payroll
  • Collating and executing training plans
  • Ensuring all analysts hold suitable certification and maintain relevant training and development plans
  • Working with the Service Desk manager to develop and maintain suitable resource and workforce management systems and performance reporting
  • Ensuring incidents relating to IT service and user requests are resolved satisfactorily in a timely fashion
7

Experience For IT Service Desk Team Leader Resume

  • Assisting in the delivery and building of a new fully capable IT service desk
  • Logging all incidents and requests within a ticketing system
  • Planning and organising shift rota
  • Understanding of the principles behind Active Directory, DNS, local client networking, and both client-server and hosted web-based bespoke applications
  • Managing the E2E Incident Lifecycle, including successful delivery against core KPI’s
  • Monitoring and managing team workloads, schedules and shift rota
  • Using and supporting MS O365 & Skype for Business
  • Ensuring performance levels are maintained against the targets set by the SDM
8

Experience For Junior Service Desk Team Leader Resume

  • Ensuring all assigned calls have an accurate and up to date status
  • Ensuring set targets and objectives are measured and reported
  • Reporting service performance against target
  • Identifying ways to deliver improved service performance to customers
  • Influencing DP DHL resolution groups to ensure that they provide assistance and support to the Helpdesk team in the resolution of all customer incidents
9

Experience For Service Desk Team Leader Resume

  • Logging of incidents and service requests from customers received via telephone, email and customer portal and process accordingly
  • Acting as primary point of contact for colleagues
  • Understanding of ITIL v3 framework
  • Understanding of MOD and Service Desk processes
  • Understanding of ITIL v3; ideally ITIL Foundation qualification
  • Leading a team to consistently deliver against a core set of KPI’s
  • Willing to undergo CRB and able to obtain SC (Security Cleared) clearance if successful
10

Experience For IT Service Desk Team Leader Resume

  • Understanding and management of a build process
  • Working proactively and laterally to resolve problems. Provide regular feedback to team and management on the performance and risks / issues of business units
  • Working with the Service Desk manager to actively maintain CSIP for Service Desk service
  • Making improvements based on statistic and quality control results
  • Observe and raise training needs for the team, coordinate the training / coaching where needed
  • Can work under pressure in an ever changing landscape which requires a flexible resourcing model requiring global travel at short notice
  • Create and Develop a rolling training plan to increase first line resolution and meet set KPI’s

List of Typical Skills For a Service Desk Team Leader Resume

1

Skills For IT Service Desk Team Leader Resume

  • Strong people management and coaching skills for staff to lead the team effectively
  • Priortise with strong organisational and time management skills
  • Excellent administrative skills and ability to analyse data and produce reports
  • Strong analytical skills, logical and structured in approach
  • Strong Windows 7/10, Max OS X & Active Directory support skills
  • Excellent systems skills
  • Excellent inter-personal skills: able to inspire user and employee confidence
  • Team Leader experience including evidence of being able to performance manage
2

Skills For Junior Service Desk Team Leader Resume

  • Prior experience with Service Management Systems in outsourcing environments
  • Proficient business writing and communication skills
  • Strong experience managing a call center or related environment
  • Focus on delivering an excellent customer experience in addition to technical resolution
  • Proven service desk team leading experience
3

Skills For Service Desk Team Leader Resume

  • Strong experience supporting end user customers in a Service Desk environment
  • Organize and prioritize work in an effective manner
  • Strong eye for detail and a very good ability to follow procedures and implement them with users
  • Monitor, co-ordinate and supervise resources effectively to achieve the agreed performance KPI’s
  • Analyse a situation, make a decision and effectively explain the decision - Essential
  • Proven customer service/helpdesk/NOC experience – Essential
  • Good experience with KPI'S and SLA's
  • Owning the relationship with 3rd party vendors to deliver a seamless E2E Customer Experience
  • Experience of managing and developing complex, wide ranging and mixed IT environments including hosting, networks, telephony, desktop and applications
4

Skills For IT Service Desk Team Leader Resume

  • An excellent record of implementing/analysing/refining processes associated with areas of governance
  • Service management experience including an understanding of the ISO standards (20000, 9000 & 27001)
  • Ensure the allocation of an appropriate incident prioritization code upon receipt of the incident and during the logging process
  • Experience of supervising an IT services service desk in an outsourcing environment
  • Experience of directly supervising or leading a team
5

Skills For Junior Service Desk Team Leader Resume

  • Experience of desktop operating systems, including Microsoft Windows 7 / 10
  • Experience mentoring and supervising service desk team members
  • Experience of mentoring and training others - Essential
  • Experience of using a variety of software packages for example, Google
  • Experience of working both as an individual and as part of a team
6

Skills For Service Desk Team Leader Resume

  • Experience with troubleshooting across a number of core platforms
  • Experience of WorkPlace scheduling software, or equivalent
  • Good Ability with – Outlook, Word, Visio, Oracle Discoverer Reporting
  • Experience in technical and leadership roles in a service desk environment supporting desktop, telephony, software, networks
  • Advanced knowledge of IT principles and most commonly supported systems and strong understanding of less commonly used systems
7

Skills For IT Service Desk Team Leader Resume

  • Demonstrates relevant Winning Together values
  • Previous 2-3 years' experience managing a helpdesk/call centre team and call centre metrics
  • Experience of liaising with 3rd party suppliers
  • Experience of working against SLAs
  • Good understanding of the lifecycle of incident resolution and service and change requests
  • Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
  • Ensure regular rotation of permanent client assigned analysts to optimise breadth of knowledge and cross-skilling
  • A good understanding of incident management
8

Skills For Junior Service Desk Team Leader Resume

  • Experience of handling complaints
  • Previous experience working in an ISO20000 organisation
  • Experience of using ERLANG
  • Previous supervisory, team leading or management experience of service desk/helpdesk team
  • Experience of resource management (assessing, appraisals, etc)
9

Skills For Service Desk Team Leader Resume

  • Previous experience of working in a busy service desk as a Senior Analyst or as a Technical Team Leader
  • Experience of leading a team - Desirable
  • Previous team Leading experience within a service desk/ call centre/helpdesk environment
  • Experience of working within an ITIL based IT support environment
  • Confident, personable and outgoing with an excellent telephone manner
  • ITIL/ISO 20000 knowledge and experience of working in an ITIL environment
10

Skills For IT Service Desk Team Leader Resume

  • Work with the IT Service Desk Manager to ensure that staffing and skill levels are maintained throughout operational hours
  • Good knowledge of ITIL framework including ITIL Foundation Certification V3
  • Previous support experience to include using Phone, Email, Remote Assist, and Chat to provide direct end-user support
  • Experience in a previous Team Leader or Senior role, preferably telephone based
  • Experience as a First Line Support
  • Experienced with Office 365 and Active Directory
  • Strong relationship builder with customers and other 3rd party suppliers

List of Typical Responsibilities For a Service Desk Team Leader Resume

1

Responsibilities For IT Service Desk Team Leader Resume

  • Developing strong relationships and teams
  • Demonstrable experience in a service desk environment
  • Prioritise, organise and plan workloads in the most efficient manner
  • Excellent technical knowledge of Xerox devices and functionality
  • Leads the development of individuals within the team, motivating colleagues and driving individual performance
  • Assists with the recruitment, hiring, and training of Service Desk Associates
  • Consumables ordering and tracking from alerts to tickets and order a new set of consumables for each newly installed machine
  • Provide 1st and 2nd line support, call logging and remote troubleshooting for CMITS customers
2

Responsibilities For Junior Service Desk Team Leader Resume

  • Typical motions include repetitive hand and arm movements, occasional bending and frequent reaching
  • Responsible for moving and lifting an average of 3 – 8 pounds with a maximum weight lifted of 40 pounds occasionally
  • Monitor the performance of Service Desk Agent and identify the training/ coaching intervention required
  • Record, own, escalate and resolve/monitor incident and service requests tickets throughout their lifecycle using the service management tool provided
  • Team and individual objective setting aligned with department objectives
  • Complete Daily / Weekly / Monthly reporting and present to Global Service Desk Manager
3

Responsibilities For Service Desk Team Leader Resume

  • Identify trends and manage business impacting Major Incidents through to resolution
  • Provide hands-on support for the business, working on the IT Service Desk to ensure coverage of agreed rostered hours (as required)
  • Develop and deliver Service Desk reporting
  • Co-ordinate Asset Management and stock taking tasks for the office
  • Keep requests updated in system with progress on a daily basis including requests for escalation
  • Recommend new methods or improvements based on own research, knowledge and possibly testing
  • Perform user training when required
  • Ensures appropriate technical documentation is received and service desk staff are trained for new services to be provided, whether to new or existing clients
4

Responsibilities For IT Service Desk Team Leader Resume

  • Ensures first line investigation and diagnosis is undertaken, acting as an escalation point
  • Arrange service desk training and awareness sessions
  • Schedules adequate Service Desk coverage and staff training to ensure all KPI’s and SLA’s are met
  • Monitor calls for quality, provide performance coaching and feedback
  • Monitors the Service Desk inbox assigning emails to ensure proper workflow between team members
  • Attends customer-facing meetings in person and via phone conference to deliver information with confidence and professionalism
  • Methodical approach with lateral thinking ability
  • Cope with demanding situations
5

Responsibilities For Junior Service Desk Team Leader Resume

  • Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
  • Support Commercial Manager on billing and volume data
  • Liaise with various service desks, Xerox and 3rd party service providers escalating through these avenues to close
  • Carry out service quality checks and audits to ensure quality standards in call handling are maintained
  • Completion of all back office installation tasks to bring device onto network
  • Provide pre- sales helping to cost new business
  • Proactive – seeking to get things done and deal with a variety of tasks
  • Create a positive and engaging work environment
  • Deliver internal and external training, where appropriate
6

Responsibilities For Service Desk Team Leader Resume

  • MCP qualified or working towards qualification
  • Ideally sound understanding of ITIL
  • Work as part of a team delivering a high level of customer service
  • An understanding of business requirements and how IT contributes to the delivery of the service
  • Identify, and provide resolutions to procedural / process issues in maintaining a ‘Continuous Improvement’ philosophy
  • Responsible for management of resourcing requirements
7

Responsibilities For IT Service Desk Team Leader Resume

  • Business acumen & successful track record in aligning with business partners
  • Awareness of database structures and reporting applications
  • Knowledge of networks and operating systems (Unix/Windows)
  • Basic understanding of LAN and WAN principles
  • Set and achieve customer service targets as well as planning areas of improvement or development
8

Responsibilities For Junior Service Desk Team Leader Resume

  • Provide in-depth reporting on campaign, service, and agent performance
  • Documentation of system configurations and historical tracking of changes to strategies
  • Contribute to the process of managing incidents logged at the service desk
  • Ensure relevant actions have been logged to enable tracking
  • Provide a single point of contact for all YOOX Net-a-Porter service users
  • Troubleshoot, investigate and action tickets in line with SLA
  • Develop and maintain documentation, knowledge base content and user guides
  • Line management of Service Desk analysts
  • Management of Service Desk resources and capacity for planned and unplanned leave to ensure no service impact to clients
9

Responsibilities For Service Desk Team Leader Resume

  • Ensure analysts record and log all activity in a timely and accurate manner
  • Working with the Service Desk manager to engage formally and informally with key internal stakeholders and key client contacts to maintain feedback and maintain quality of Service Desk delivery
  • Highlight technical/operational risks so that any of Advanced365’s exposure to commercial loss can be minimised
  • Produce/update all assignment & support documentation
  • Maintain and update procedures and processes
  • Assisting the Service Desk manager with on-going business initiatives to increase productivity, enhance customer/team awareness, improve systems and processes as well as other departmental objectives
  • To translate strategic direction and lead the Service Desk team through a course of continuous improvement
  • Properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness
10

Responsibilities For IT Service Desk Team Leader Resume

  • Answer service desk calls ensuring appropriate service providers are dispatched effectively and efficiently to agreed procedures meeting all KPI’s and SLA’s to client and business satisfaction. Ensure compliance with all appropriate Health and Safety processes relating to reactive maintenance works
  • Work with SME’s around the globe to establish required monitoring and escalation processes
  • Oversee the ‘on-boarding’ of new services provided as part of the continuous improvement of services provided
  • Drive the team’s Continual Service Improvement objectives; Identify repeat incidents and highlight potential process improvements
  • Contribute to the design, development and maintenance of the service desk application, to meet Hermes’ needs
  • Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s; provision of timely communications and maintenance of ownership until closure

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